Refund and Returns Policy

Effective Date: November 2025

At Urban Pantry, we stand by the freshness and quality of everything we deliver.
Our goal is simple — to make sure every order reaches you fresh, accurate, and on time.

This policy is guided by the Consumer Protection Act (2012) of Kenya.

1. Returns & Refund Eligibility

Due to the perishable nature of most of our products, returns are accepted only in the following cases:

• Items are damaged, spoiled, or unfit for consumption upon delivery.

• Items are incorrect or missing from your order.

Please report any issue within 24 hours of receiving your order by clicking here.

Be sure to provide photos and accurate information about the damage in question.

2. Refund & Replacement Process

Once we confirm the issue, we’ll:

• Offer a replacement, store credit, or refund to your original payment method.
  Refunds are typically processed within 3 – 5 business days.

3. Non-Refundable Items

We cannot accept returns or refunds for:

• Fresh produce or chilled items once delivered in good condition.

• Products damaged after delivery due to improper handling.

• Discounted or promotional items clearly marked as non-returnable.

4. Order Cancellations

Orders can be canceled within 10 minutes of placement.
After that, fulfillment will already be underway, and cancellation may not be possible, except for orders placed between 8pm and 5am.

Refunds for cancellations made in good time are wired back to the customer within 3 – 5 business days.

5. Quality Commitment

Every order is handled with care and speed.
If anything doesn’t meet your expectations, we’ll make it right — swiftly, fairly, and professionally.